HORRIBLE service, bad organization, STOLE our ticket funds though refusal to provide any satisfaction when one of our travel group had a bad accident the day before travel. She was in surgery the day of travel. We have since been run around between Aer Lingus and Expedia with each saying the other has our money and neither will do a refund for legitimate medical reasons. In addition, they cancelled our return flight, DID NOT NOTIFY US, and then when we happened upon the cancellation the evening before, it took over two hours to get them to reschedule the flight. They initially "offered" to put us on a flight out of Dublin - more than 200 mi. away, with no offer of transportation to Dublin. This airline needs to get its act together. BUYER BEWARE!
Below is the email I sent to Aer lingus "Customer Care" regarding a trip I needed to cancel after spending a great deal of time on the phone with US customer support to resolve the problem. Not only will I never book with them again, I would dissuade anyone from patronizing them if this is the way they treat passengers with emergencies.
I can’t begin to tell you how * and frustrated I am with your company. I purchased 2 tickets for a trip to Ireland through Cheapo Air, booking # 15921762. Leaving Thursday July 11 and returning Saturday July 20. I saved for more than a year for this trip. I bought flight insurance when booking the tickets to be ‘safe’
On June 20th, I lost my job. I am the sole income for me and my sister Angel. I called Cheapo Air immediately to cancel the tickets and, since then, I’ve been shuffled from one place to another with everyone saying ‘it’s not their call – there’s nothing they can do’.
1. The insurance company said it’s in the fine print that ‘job loss’ is not a covered event.
2. Cheapo Air says it’s up to either the insurance company or Aer Lingus to refund the tickets
3. I called Aer Lingus customer service and was told (quite rudely) that they couldn’t do anything because I didn’t purchase the tickets through them
4. Cheapo Air tried to work with the insurance company to no avail (no surprise)
5. Cheapo Air got me on the phone with a ‘customer service’ rep from Aer Lingus who offered to refund the taxes on the tickets ($200 out of more than $2200.00!!). By the way, they also said it’s the insurance company’s responsibility, not theirs.
6. We even tried to get Aer Lingus to hold the tickets for 12-24 months. Again, ‘customer service’ said no – they’d only refund the taxes.
I know that you are not responsible for the insurance company or Cheapo Air, but I purchased the tickets FOR your airline ON your flight. YOU got the money. I am in an extremely difficult personal situation. I’m stunned at the lack of empathy or willingness to even TRY to help. I even offered to get a letter of verification and contact information from my former employer to prove my claim as I’m sure you get fraudulent requests, but no.
This was my ‘trip of a lifetime’ to visit relatives I’ve never met. I was crushed to not be able to go, but I had no choice. I’m * and disappointed that your company is making absolutely no effort to assist. Refunding $200 is insulting and callous. I know it’s not really your problem, but that $2200 would be a huge help right now until I can find a job. But to not even offer to honor the tickets for 2 years? I’ve never been treated with such coldness by ANY other airline.
This is my last resort – writing to you. You talk about your customer commitment. I’ve not seen it. Thus far, it seems that keeping $2000 is your priority.
Please respond to me ASAP. You are welcome to call. I’d be happy to talk to someone in authority about this situation.
Thick ignorant air hostess forced me to check a small bag that had been carry on when on United Airlines flight. Nothing else to do for her I suppose - 4 attendants standing around at gate... Ryan Air needs to buy this airline and fire the idiots